Sticky Routing while assigning Conversations to Agents

Sticky routing for agent assignment

We've made some changes to the way returning Customers are now assigned to an Agent.

If you're a returning customer, you'll be routed to the same agent who helped you before. This way, you can be familiar with each other and it'll take less time to get help. The admin can decide if customers should always be paired with the same agent or if the customer can be assigned to an Agent on a best-effort basis.

Release date

This feature was released on 23 May 2023.

Questions?

If you have ANY questions, contact your sales rep or customer success team directly. They're the qualified experts to get it sorted and have you up and running in no time.

Resources and Videos

We have plenty of resources to support your contact center efforts on our website under Resources: www.contacto.com

Access our product videos on YouTube: https://www.youtube.com/c/Contacto-by-plivo